NAB launches customer chatbot app

NAB is ramping up its virtual assistance technology with the launch of a new customer banking voice-based app.

Customers owning a smartphone with Google Assistant or a Google Home device can use the Talk to NAB app to ask general banking questions such as how to replace a lost card or reset passwords.

"This is very much a first step for us in the voice-based smart assistance space; we will continue to develop our capability with the Google Assistant over time so it can answer more questions and perform more tasks for NAB customers," NAB executive general manager digital and innovation Jonathan Davey said.

NAB recently launched a virtual banker chatbot for business customers and chatbot pilot for Facebook called NAB Chatterbox.

The bank said it is continuing to experiment with virtual assistants to provide real-time service to customers.

Davey added: "It's our job to make banking simple and easy for our customers; we know they want more self-service capability and they want to be able to solve basic questions in a channel that suits them and when it's convenient for them."

In a separate announcement, NAB said it is slashing one third of the terms and conditions within small business standard loan contracts.

The move will see small business customers enter contracts that use plain English and simpler contractual clauses, and disclose fees and charges up front promising "no hidden surprises."

The changes come after NAB announced financial indicator covenants will no longer be used in most loan contracts for new and existing small business customers with total business lending of less than $3 million.

NAB chief legal and commercial counsel Sharon Cook said: "The importance of a simple and fair contract cannot be underestimated. We've been simplifying across all areas of the bank and these changes are industry-leading."

NAB is working with the wider banking industry, ASIC and customers to address concerns raised in the Small Business and Family Enterprise Ombudsman Kate Carnell's Small business loans inquiry report, Cook said.

Read more: NABChatbotFacebookJonathan DaveySharon Cook
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